RBI Deputy Governor Swaminathan directs internal ombudsmen (IOs) within regulated entities to improve how customer grievances are handled. In guidance shared with IOs, he emphasizes identifying recurring complaints and focusing on the underlying causes rather than treating issues as one-off incidents. The RBI’s request also includes conducting root-cause analysis to determine why similar complaints keep arising and using the findings to strengthen grievance redress mechanisms.
Swaminathan further urges IOs to ensure customers receive fair and timely resolutions through the internal channel. The guidance is framed around reducing the need for customers to escalate complaints to external authorities, implying a stronger role for IOs in resolving issues within the regulated entity itself. Overall, the message calls for IOs to take a proactive approach—systematically tracking complaint patterns, diagnosing root problems, and supporting remedial measures—to improve complaint-handling outcomes and reduce repeat grievances.
